Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 238

Leadership B2B B2C Effort Score 238

eglobalis

SEPTEMBER 11, 2024

How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org. Employee Engagement Drives Innovation: Engaged employees are more likely to go the extra mile to contribute innovative ideas.

Innovation 451

Innovation e-support Culture Customer Centricity 451

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. Employee Satisfaction vs. Employee Engagement.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

InMoment XI

JUNE 30, 2022

It’s a tricky job to keep these employees engaged, but it’s possible with the right communication and action plan. . Highlight #3: Capture Internal Data from Employees To Unlock Insights Into Emerging Markets. Again, employees can be a goldmine of information—but are you listening to them?

Customer Experience 396

Customer Experience Employee Engagement Customer Retention Communication 396

InMoment XI

OCTOBER 14, 2024

For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. It’s always worth remembering that while your customers might love interacting with your business, they don’t necessarily love filling out your feedback forms.

Survey 195

Survey How To Hospitality Feedback 195

Experience Investigators by 360Connext

NOVEMBER 24, 2014

It’s shockingly easy, in today’s business environment, to never actually interact with customers. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' Watch out for these sneaky ways typical business methods lead to customer defection.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

OCTOBER 6, 2014

Help your people who don’t interact with customers understand what that is like. AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks. Blog Culture Customer Experience Featured employee engagement leadership linkedin'

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Matters

OCTOBER 8, 2014

Goals, not just interactions. When customers interact with you, it’s often part of a broader goal. Compelling Brand Values Customer Connectedness Customer experience Empathy Employee Engagement' Your customers are the same. A chemotherapy patient is battling cancer, not just getting treatment.

Customer Connectedness 298

Customer Connectedness Brand Values Employee Engagement Tips 298

ECXO

JUNE 11, 2024

Employee Engagement and Well-being AI’s ability to monitor employee sentiment and personalize well-being programs is a game-changer for maintaining high levels of engagement and satisfaction. IBM uses an AI-powered chatbot named “Watson” to provide personalized support to employees.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

InMoment XI

AUGUST 17, 2023

Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws. Personalise Interactions: Tailor your customer interactions to meet individual needs.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

COPC

NOVEMBER 2, 2022

Employee engagement strategies are only as successful as the company culture allows. It’s vital that organizations recognize employee engagement’s impact on the customer experience and, therefore, on overall success. Get Employee Engagement Research Insights. Which agent would stand out to you?

Employee Engagement 89

Employee Engagement Culture Engagement Company 89

BlueOcean

DECEMBER 2, 2024

Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details. Every front desk agent is challenged to write a “WOW statement” every day about an awesome customer interaction.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Conversation analytics solutions delve deeper into the content of these interactions, revealing customer sentiment and key topics of discussion.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

DECEMBER 3, 2024

The Impact of AI AI is transforming the way businesses interact with customers. The model encourages greater employee engagement as the CX program continues to progress. Companies that fail to meet these expectations risk losing market share to customer-centric competitors.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

OCTOBER 5, 2022

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. Areas of Staff Motivation to Keep in Mind.

How To 370

How To Feedback Customer Centricity Strategy 370

Experience Investigators by 360Connext

OCTOBER 22, 2014

Channels are your view, as the company, and are a way to understand where customers come from and how they interact with you. It can take months to categorize all the ways customers may interact with you. Touchpoints are more precise and specific. “Online” could be a channel. “Online chat” could be a touchpoint.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Their insights provide valuable data for management to optimize training and service delivery.

Contact Center 130

Contact Center Management Strategy Call Center 130

BlueOcean

JUNE 26, 2018

Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details. Every front desk agent is challenged to write a “WOW statement” every day about an awesome customer interaction.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

InMoment XI

MAY 24, 2022

Employee satisfaction will typically include job-related factors like compensation, workload, perceptions of management and leadership, flexibility, teamwork, resource availability, etc. . #2: 2: Employee Engagement. The next, and first real, EX journey signpost brings many organizations to employee engagement.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

Blake Morgan

DECEMBER 30, 2024

As guest expectations evolve, the focus has shifted toward creating meaningful interactions and personalized experiences. He shares insights on building customer-focused cultures, fostering employee engagement, and blending emotional intelligence with operational excellence to deliver exceptional guest experiences.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Justify customer loyalty through excellence – innovate audience interactions. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Indirect or inferred feedback from analyzing customer interaction data. Text from sales team interactions. . Note interaction channel(s) used.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

GetFeedback

MAY 9, 2019

Customer experience is how your customers perceive their interactions with your company. We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. What is customer experience?

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer Experience Customer Experience refers to how customers perceive their interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. In-store kiosks are also likely to be used by customers to research products. Loyalty: “What’s in it for me?

Customer Confidence 279

Customer Confidence Report Retail Loyalty Programs 279

Experience Investigators by 360Connext

OCTOBER 15, 2014

It was at South by Southwest Interactive Conference about 5(!) Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 275

Social Media Consulting Conference Communication 275

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 282

Social Media Study Consulting Customer Engagement 282

ShepHyken

FEBRUARY 19, 2021

Ensuring all employees are engaged with your business is essential but making sure your customer service team is engaged is paramount to retaining a strong customer support team and increasing productivity. Step 1: Implement Employee Engagement Software .

Employee Experience 133

Employee Experience Customer Service Customer Experience Employee Engagement 133

ijgolding

SEPTEMBER 1, 2014

Coming home is always a slightly sad experience – the people we interacted with made it feel much more pleasant. Customer Journeys People Travel customer experience employee attitude employee behaviour employee engagement Manchester Airport Menorca Airport smiles smiling Thomson UK Border Force'

Travel 271

Travel Touchpoint Employee Engagement Customer Journeys 271

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

Micromapping helps the organization and their people understand the many ways customers interact with their products, people and services. It’s our approach to taking customer journey mapping into deeper levels of understanding at specific points in the journey. Micromapping could help avoid customer frustrations like this one.

Customer Journeys 282

Customer Journeys Social Media Consulting Travel 282

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey. To provide a seamless experience, it’s essential to embrace omnichannel engagement.

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Our schedules are packed and we want to know we can interact on our terms. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258